Customer Service Manager
Resume:
Celeste M. Wright
Oakland, CA 94605
Email: ********@*****.***
HIGHLIGHTS OF QUALIFICATIONS
. To secure a career where I can grow and share my knowledge and
education with a growing organization.
. Strong organizational skills with the ability to multi-task while
supporting
daily operations.
. Demonstrate problem solving skills and knowledge of computer
applications
. Supervisory/Management Experience
EDUCATION
Bachelors of Science
Major: Hospitality Management- Internship-Walt Disney World College Program
GRAMBLING STATE UNIVERSITY, Grambling, LA
Completion Date: May 2000
Masters of Arts
Major: Counseling - Internship- Carr P. Collins Center - Salvation Army
PRAIRIE VIEW A&M UNIVERSITY, Prairie View, TX
Completion Date: May 2008
SUMMARY OF EXPERIENCE
Genentech, South San Francisco, CA
Case Manager
Oct.2013-Present
Provides customer focused reimbursement support to patients, distributors,
physicians and internal sales force.
Educates, informs, and assists patients and providers to navigate through
the reimbursement process.
Identifies barriers to reimbursement and continually identifies and
recommends program efficiencies to the team to promote high quality of
work.
Identifies and facilitates referrals to alternative coverage options and
financial assistance programs for patients who are under insured or require
copay assistance.
Williams Board and Care, Richmond, CA
Clinical Coordinator
Sept. 2010- Present
Supervise and Train New Staff
Teach Clients Independent Living Skills
Perform In- House Client Drug Screenings
Assist Program Manager with Staff Supervision
Provide Individual Counseling and Group Therapy for Dual Diagnosis clients.
Assist clients with Vocational Search and Permanent Housing Assignments.
Audit Clients Charts to ensure accurate documentation of Clients Daily
Observation
Develop and Monitor Treatment Plans in reference to Progress of Clients
Address Clients concerns and Staff Grievances in efforts to find amicable
agreements.
Eligibility Consultants Inc., Richardson, TX
Case Worker/Decision Support Specialist
Nov.2009-Aug. 2010
Interviews clients or authorized representative to gather information to
determine eligibility with the help of Health & Human Services benefits,
SSI, Aged & Disable Care, and other Governmental Assistance Programs.
Renewal of benefits during Re-Certification time
Strong understanding of eligibility concepts and the enrollment process of
Governmental Assistance.
Case Management understanding guidelines of Policy, Laws and Procedures
Maintain a Caseload of 50 or more
State of Texas, Health & Human Services, Seagoville, TX
Case Worker/Texas Work Advisor III
Feb. 2008- Aug. 2009
Interviews clients or authorized representative to gather information to
determine eligibility for benefits.
Conducts reviews to determine or verify eligibility or continued
eligibility and benefit level.
Processes changes to client status, overpayment, and adjusts or restores
benefits.
Documents case records using automated equipment to form a record for each
client.
Communicates on an intermediate level with others (internally or
externally) to provide, exchange or verify information, answer inquiries,
address issues, or resolve problems or complaints.
CompUSA, Corporation, Inc. Dallas, TX
Multi-Vendor Accounts Payable Specialist
Sept. 2006-Feb. 2008
Communicate with vendors via email and telephone.
Responsible for managing accounting portfolios for various vendors.
Full cycle Accounts Payable, including matching, batching, coding of
invoices (5000 invoices weekly), month-end and reconciliation of vendor
accounts.
Perform clerical support is areas of general accounting functions,
analyzed and reconciled various financial reports.
Provide leadership and direction to less senior accounting personnel.
Homecomings Financial, Dallas, TX
Loan Servicing Specialist
Feb. 2006-Sept. 2006
Resolve escrow issues
Handle 1098 statements
Research issues about properties.
Answer customer service calls about home mortgage account
Citigroup (Temp Assignment-Kelly Services) Dallas, TX:
Customer Service Rep.
Jan. 2005- Jan. 2006
Daily reports
Answer inbound customer service inquiries and request on accounts.
Various Temp Assignments in Customer Service
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